Overview Voice Recording Support Engineer role at IPC Systems.IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions. Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency. Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients\ ' success.Website: Recording Support Engineer Department:ASG Compliance Reporting To:Technical Team Lead, ASG Office Location:Madrid, Spain Role Type:Full-time, Regular, RemoteRole OverviewProvide advanced technical support for IPC\ 's server and cloud-based products in a fast paced, demanding environment servicing the financial community.Responsible for supporting the Voice Recording and Communications product lines with an emphasis on recording.Knowledge in installation and troubleshooting of server-based technologies, databases, operating systems, telecommunications, networks and related security technologies.Working hours will be 3pm – 11pm CET (9am – 5pm ET) to align with the AMERS ASG Compliance team.Flexibility to work evenings and weekends as needed, with the ability to travel on short notice.Essential Skills and ExperienceIncident & Problem ManagementAct as a problem investigator and manager, assisting the incident management team (ITIL service model).Triage, escalate, and participate in incident/problem resolution using the Swarm methodology.Ensure all relevant information is collected, analysed, and documented.Reproduce faults in the lab and collaborate with the development team for resolution.Installation & UpgradesPerform remote installations and software upgrades for voice recording equipment.Assist IPC Tier 1 Engineers and Technicians remotely with technical issues.Work with customers and IPC personnel on product and network installations and troubleshooting.Technical Support & CollaborationManage and update Remedy tickets, ensuring timely communication with customers.Work with internal teams to estimate billable compliance project timelines.Identify, triage, and resolve bugs in collaboration with development teams.Testing & Risk ManagementInstall and test software upgrades in the lab.Provide risk management by reviewing production deployment designs and procedures.DocumentationCreate installation and troubleshooting documentation.Demonstrate expertise in technical writing and documentation.Work Schedule & Shift CoverageWillingness to work alternate shifts, weekends, and public holidays as part of the Regional ASG team.Provide ‘follow the sun’ shift coverage.Technical Expertise & LeadershipAct as a subject matter expert and go-to engineer for complex issues.Work independently with minimal supervision, exercising initiative and judgment.Mentor and train employees of varying skill levels and personalities.Negotiate complex arrangements with internal teams and external stakeholders.Consistently apply advanced technologies, engineering principles, and innovative solutions.Desired Skills and ExperienceHigh energy, motivated engineer with prior experience in troubleshooting incidents and problemsStrong technical foundation to build upon - application layer training in Voice Recording and Communications technologies will be provided by IPCAn understanding of VoIP and SIPExperience working in a technical support role, preferably to external customersTechnical writing / drawing skillsExcellent verbal and written communication skillsFlexibility and willingness to work non-standard hours on occasion to meet customer needsMeet requirements of background screening, reference checks and education verificationStrong preference for IPC technologies, NICE products & Verint productsExperience with Wireshark or other packet capture productsExperience with database technology such as SQL Server and MYSQLExperience with Financial trading systems such as IPC Unigy or IPC AllianceServer & Operating Systems Certifications: Linux Certification (CompTIA, LPIC, or Red Hat), or Microsoft Certification (MCSE, MCSA), CompTIA Server+Network / Telecommunications Certifications: NICE NCSE or NCSE, Verint (Impact360), CompTIA Network+Cisco Certifications (CCNA, CCNP, CCIE, CCVP), Any advanced SIP certification (SSCA, etc)Familiarity with ITIL practicesEducation and experience: Minimum 2 years in Fintech, Information Technology or Telecommunications required; 4 year college degree preferredWhat’s in It for You? At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees. Benefits include:Competitive Base SalariesBenefits Package:Private Enhanced Health InsurancePluxee Restaurant PassPluxee Transport Pass (only for Hybrid positions)Additional Benefits:Access to Flexible Retribution SchemeAdditional Time off for Charity Work and VolunteeringTuition Reimbursement ProgramCertification Bonus ProgramAccess to “IPC University” (our Internal E-Learning Platform)Access to LinkedIn LearningAccess to Babbel+ Platform and Local Language Training ProgramWellness Program (including access to Modern Health Platform)Employee Referral SchemeFurther information about benefits will be provided during onboarding.Additional Information IPC supports hybrid working. Expected time split is about 60% in office and 40% remote, with variations by role and client needs. Your precise work schedule will be determined by you and your Line Manager before commencement of employment.More about our culture and offerings at: and Work Culture The IPC work culture fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem with diverse people who collaborate and celebrate successes together. We are committed to constructive dialogue and open-mindedness, delivering groundbreaking solutions to clients for over 50 years.Job DetailsSeniority level: Entry levelEmployment type: Full-timeJob function: Information TechnologyIndustries: TelecommunicationsReferrals increase your chances of interviewing at IPC Systems by 2xLocations and related job postings: Madrid, Community of Madrid, Spain; Greater Madrid Metropolitan Area#J-18808-Ljbffr